IT Support Center Portal (M-Th 7:30 - 6:30 and Fri 7:30 to 5:00)

IT Support Center formerly known as the HelpDesk

Modified on: Mon, 12 Feb, 2018 at 9:22 AM

Summary

The IT Support Center, formerly known as the IT HelpDesk, should be a "one-stop shop" for assistance with information
technology needs. We have four ways for you to report your computing
issues to us and get a technician assigned to work with you on the
solution. They all work well, so use whichever works best for you.

An incident is an unexpected disruption of regular work. Examples include:

My phone doesn’t have a dial tone

The projector in 30-206 won’t turn on

My office computer in room 7-160 is printing only a magnified portion of my print job

A service request can be any of a myriad of options. Therefore, we have a Service Catalog for you to browse through or search to find your specific request. Examples include:

I was told to request halFILE be put on my computer

I need this web page (include web page URL) updated as shown in the attachment

Walk-in Center

We have converted room 1-1130 on the SCC campus into our IT Support Center location. The members of our Incident Team have their offices here, along with their manager, Sarah Sullivan. These people answer the IT Support Center phone and email. Many times, they are able to help you immediately over the phone or in your office or classroom. If they cannot, they will create a Freshservice ticket direct your request to the appropriate group in IT. A technician will be in contact with you as soon as possible.

The people in this center are able to help you with many of your IT-related needs at the moment you come in. If your laptop won’t connect to the wifi, bring it to the walk-up center and get some assistance.

The IT Support Center (and Library, at SFCC) is available in-person from 7:30 AM to 5:00 PM, Monday through Friday.

If you have any questions or concerns for the IT Support Center Manager, her contact information is below:

Sarah Sullivan

IT Support Center Manager

Sarah.Sullivan@ccs.spokane.edu

#509-533-8926

Phone

IT Services now operates a consolidated Support Center phone queue. When we are particularly busy you will be told
that you are in the waiting queue to talk to a technician. You will,
also, be given an option to leave a voice message instead of waiting in
the queue.

Email

Often, email can be a better way to communicate with the Support Center than a phone call, because emails allow an opportunity to provide more detailed information. Always provide as much information as possible about an issue when contacting the Support Center. Below are some of the most important pieces of information to include:

Who you are, and the best way(s) to contact you.

Where you are encountering the problem (Campus, building, and room number)

The name of the college-owned computer or printer you are having an issue with

Screen shots of error messages can be
attached to the email. These are often extremely helpful to us in
finding and resolving the problem you are reporting.

Keywords: IT Help Desk, IT Support Center, Technical Support

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